ServiceAutomate integration

Kaseya Autotask, with the outage already in it

The SmartTile Autotask network monitoring integration opens the Autotask ticket for a down site, lists every affected device, and completes it when the site recovers.

SmartTile ticket view showing Kaseya Autotask outage tickets with queue, priority and sync status (sample data)
1 ticket
Per site outage, every down device listed
5 min
Notes synced between Autotask and SmartChoice
2 policies
Complete on restore, or leave open with a note
Per device
Opt any device out of ticketing

If your team lives in Autotask, outages should show up there.

Today an alert email arrives, and someone opens Autotask, creates the ticket and hunts down the circuit. SmartTile opens the ticket on the company, queue and priority you picked, with every down device and the SmartChoice ticket number already in it.

What your team gets from the Kaseya Autotask integration

The ticket opens itself

When a site goes down, a ticket opens on your Autotask company, queue, priority and status, with every down device and the SmartChoice ticket number.

One ticket per site

Five devices down at one site is one ticket, the same outage SmartChoice tickets once.

Your own picklists

Queue, priority and status values are read live from your Autotask, so tickets land where your team expects.

Completed when the site is back

A restoration note with the outage duration, then Complete, or leave it open if you close your own tickets.

Notes in both directions

Your technicians’ notes reach SmartChoice within 5 minutes, and SmartChoice’s updates come back the same way.

Opt out any device

Switch Autotask off for one device and the rest of the site still tickets.

See how each of these works in the technical overview

What changes in Autotask

The moment Today With SmartTile
A site goes down An alert email. Someone creates the ticket and finds the circuit. A ticket opens by itself with every down device and the SmartChoice ticket number.
Five devices at one site Five tickets for one outage. One ticket for the site.
It comes back Someone completes it, or forgets. A restoration note with duration, then Complete if your policy says so.
Your tech adds a note SmartChoice never sees it. Carried to the SmartChoice ticket within 5 minutes.
A device you don’t want ticketed Close the ticket every time it drops. Switch Autotask off for that device.

Why IT leaders add it to their stack

CIO

Autotask stays your system of record

Nothing to replace. Outages show up where your team already works.

CTO

Autotask REST API, zone found for you

SmartTile discovers your zone automatically and reads your picklists live.

CISO

Encrypted, admin-only, fully logged

Credentials are encrypted and masked. Every call is logged without its headers.

IT director

No duplicates, no forgotten tickets

One ticket per outage, completed when the site recovers.

Live with one API user

  1. 1
    Create an API user
    In Autotask Admin, note the username, secret and integration code.
  2. 2
    Connect and test
    Paste the three values. SmartTile finds your zone and loads your picklists.
  3. 3
    Choose where tickets land
    Company, queue, priority, statuses and close policy.
  4. 4
    Enable and prove it
    Switch it on and run the Lab round-trip.

The ServiceAutomate Lab runs create, note, read-back and close against your Autotask, with your credentials, before anything goes live.

Security and control

Your credentials, encrypted
API user, secret and integration code are stored encrypted and come back masked.
Admins only, scoped
Only admins, resellers and SmartChoice can edit or test the connection, for companies they can see.
Every call on record
Every Autotask call is logged, and every ticket and note is in the Automation Audit Ledger.
Never in the way
An Autotask failure is caught and logged. It can never delay the SmartChoice ticket.
SMARTTILE · SERVICEAUTOMATE
Kaseya Autotask technical overview

Learn exactly how it works

The two-page technical overview lists every Autotask API call SmartTile makes, the settings that control queue, priority and close policy, and how credentials are protected.

Read the technical overview

Kaseya Autotask integration FAQs

Will we get duplicate tickets?

No. SmartTile opens one Autotask ticket per site outage, and any device can be opted out.

We complete our own tickets. Can SmartTile leave them open?

Yes. Choose the close policy that adds a restoration note only.

Is the integration Kaseya-ready?

Yes. It is built for Kaseya Autotask, formerly Datto PSA, on the same contract as every ITSM SmartTile supports.

How does the Autotask network monitoring integration handle a whole-site outage?

It opens one ticket for the site and lists every device that is down, along with the SmartChoice ticket number.

Which other Kaseya products does SmartTile support?

Kaseya BMS and Kaseya IT Glue.

The outage is already an Autotask ticket, with SmartChoice’s carrier work in the notes

See it in your own Autotask in a 30-minute demo.

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